ServiceNow ITOM Administrator

Our Utility Client in Poughkeepsie, NY is looking for a ServiceNow ITO Administrator for a 6-12 month RTH. This must be a GC or USC who can convert fulltime.

ITOM Administrator

• CMDB Design & Maintenance
• Develops and maintains a scalable CMDB aligned with the Common Service Data Model (CSDM).
• Ensures all Configuration Items (CIs) and their relationships are accurately represented.
• Implements governance policies to maintain data integrity and compliance.

2. Discovery & Integration

• Configures and optimizes ServiceNow Discovery to automatically identify and populate CIs.
• Integrates with tools like SCCM, Intune, Tenable, and other authoritative sources.
• Manages Identification and Reconciliation Engine (IRE) rules to prevent duplicates and ensure accurate data merging.

3. Data Quality & Governance

• Conducts audits to validate CMDB data accuracy.
• Removes stale, orphaned, or duplicate CIs.
• Defines naming conventions and enforces change control processes.

4. Reporting & Dashboards

• Monitor CMDB health scores, Discovery completeness, and service mapping accuracy.
• Use Health Scan and CMDB Query Builder to identify gaps and improve data quality.
• Builds interactive dashboards and reports to monitor CMDB health and usage.
• Tracks performance metrics and identifies areas for improvement.

5. Collaboration & Training

• Works with teams across ITSM, ITOM, Security, Compliance, and Architecture, and IT as a whole.
• Provides training to ensure alignment with CMDB best practices.

6. Strategic Planning

• Develops a roadmap to evolve the CMDB into a service-aware database.
• Supports decision-making, risk management, and operational efficiency.

7. Automation & Orchestration

• Implement and maintain Flow Designer, Orchestration, or IntegrationHub for automated workflows.
• Develop and manage automation policies for event remediation and service health improvement.

8. Monitoring & Event Management

• Configure and tune Event Management to correlate alerts and reduce noise.
• Integrate with monitoring tools (e.g., SolarWinds, Dynatrace, SCOM) to enrich event data.

9. Documentation & Knowledge Sharing

• Maintain detailed documentation of configurations, integrations, and workflows.
• Create knowledge articles or internal wikis for repeatable processes and troubleshooting

10 . Calling out Modules

• Service Mapping
• Data Certification
• Certificate Management
• Event Management
• Vulnerabilities
• ITOM and ITOM Pro apps
• Projects as they relate to the position